Job Description-
• Oversee overall service delivery across investigation, video operations, and facilities processes
• Manage client and stakeholder relationships
• Define and monitor KPIs and SLAs (case closure timelines, video turnaround, ticket resolution)
• Ensure compliance with data privacy, legal, and operational standards
• Review performance dashboards and drive continuous improvement initiatives
• Lead team capacity planning, productivity, and efficiency improvements
• Manage daily operations including investigations, video requests, and maintenance tickets
• Monitor work queues, turnaround times, and backlog
• Ensure timely processing of high-priority cases
• Perform quality checks on cases, evidence, and ticket closures
• Handle escalations and coordinate with stakeholders
• Support and coach team members